Synthesizing crisis communication and reputation management: An experimental examination of memory

Journal of Promotion Management

Volumn 12, Issue 3-4, 2006, Pages 161-187

  Lyon Payne, Lisa ^a  

^a NONE

Author keywords

Crisis communication; Experiment; Memory; Reputation management; Response strategies

Indexed keywords

EID: 33749470144     PISSN: 10496491     EISSN: 15407594     Source Type: Journal    
DOI: 10.1300/J057v12n03_10     Document Type: Article

References (58)

1. Allen, M. W., and Caillouet, R. H. (1994). Legitimation endeavors: Impression management strategies used by an organization in crisis, Communication Monographs, 61, 44-59.
2. Betty, L. K. (1999, August). What constitutes a good corporate image in the eyes of Chinese educated public? Paper presented to the annual Association for Education in Journalism and Mass Communication Conference, New Orleans, LA.
3. Benoit, W. L. (1997). Image repair discourse and crisis communication, Public Relations Review, 23(2), 177-186.
4. Benoit, W. L., and Brinson, S. L. (1994). AT&T: Apologies are not enough, Communication Quarterly, 42(1), 75-88.
5. Benoit, W. L., and Lindsey, J. J. (1987). Argument strategies: Antidote to Tylenol's poisoned image, Journal of the American Forensic Association, 23,136-146.
6. Bodenhausen, G. V. (1988). Stereotypic biases in social decision making and memory: Testing process models of stereotype use, Journal of Personality and Social Psychology, 55(5), 726-737.
7. Bodenhausen, G. V. (1990). Stereotypes as judgmental heuristics: Evidence of circadian variations in discrimination, Psychological Science, 1(5), 319-322.
8. Bodenhausen, G. V., and Lichtenstein, M. (1987). Social stereotypes and information processing strategies: The impact of task complexity, Journal of Personality and Social Psychology, 52, 871-880.
9. Bodenhausen, G. V., and Wyer, R. S. (1985). Effects of stereotypes on decision making and information strategies, Journal of Personality and Social Psychology, 48, 267-282.
10. Braaten, D. O.; Cody, M. J.; and DeTienne, K. B. (1993). Account episodes in organizations, Management Communication Quarterly, 46(3), 219-250.
11. Budd, J. F. (1994-1995, Winter). How to manage corporate reputations, Public Relations Quarterly, 39(4), 11-15.
12. Caudron, S. (1997, February 3). Forget image: It's reputation that matters, Industry Week, 13.
13. Center, A. H., and Jackson, J. (1995). Public Relations Practices. Upper Saddle River, NJ: Simon and Schuster.
14. Coombs, W. T. (1995) Choosing the right words: The development of guidelines for the selection of the "appropriate" crisis response strategies, Management Communication Quarterly, 8(4), 447-476.
15. Coombs, W. T. (1998). An analytic framework for crisis situations: Better responses from a better understanding of the situation, Journal of Public Relations Research, 10(3) 177-191.
16. Coombs, W. T. (1999). Information and compassion in crisis responses: A test of their effectiveness. Journal of Public Relations Research, 11(2), 125-142.
17. Coombs, W. T. (2000). Crisis management: Advantages of a relational perspective. In Ledingham, J. A., and Bruning, S. D., eds., Public Relations as Relationship Management. Mahwah, NJ: Lawrence Erlbaum Associates, 73-93.
18. Coombs, W. T., and Holladay, S. J. (1996) Communication and attributions in a crisis: An experimental study in crisis communication, Journal of Public Relations Research, 8(4), 279-295.
19. Coombs, W. T., and Holladay, S.J. (2001). An extended examination of the crisis situations: A fusion of the relational and symbolic approaches, Journal of Public Relations Research, 13(4), 321-340.
20. Darley, J. M., and Gross, P. H. (1983). A hypothesis confirming bias in labeling effects, Journal of Personality and Social Psychology, 44, 20-33.
21. Davenport, C. (1989, January 30). America's most admired corporations, Fortune, 68.
22. Druckenmiller, B. (1993, August). Crises provide insight on image, Business Marketing, 78, 40.
23. Fearn-Banks, K. (2001). Crisis communication. In Heath, R. L. ed., Handbook of Public Relations. Thousand Oaks, CA: Sage, 479-485.
24. Frombrun, C. J. (1996). Reputation: Realizing Value from the Corporate Image. Cambridge, MA: Harvard Business School Press.
25. Fombrun, C. J., and Shanley, M., (1990) What's in a name? Reputation building and corporate strategy, Academy of Management Journal, 33(1), 233-258.
26. Frombrun, C. J., and Van Riel, C. (1997). The reputational landscape, Corporate Reputation Review, 1(1), 5-13.
27. Gorman, C. (1989, July 3). Listen here Mr. Big! Corporate misbehavior is sparking fevered outburst of consumer protests and boycotts, Time, 134(1), 40.
28. Grunig, J. E., and Childers, L. (1988, August). Reconstruction of a situational theory of communication: Internal and external concepts as identifiers for publics for AIDS. Paper presented at the meeting of the Association for Education in Journalism and Mass Communication, Portland, OR.
29. Grunig, J. E.; Dozier, D. M.; Ehling, W. P.; Grunig, L. A.; Repper, F. C.; and White, J. (1992). Excellence in Public Relations and Communication Management. Hillsdale, NJ: Lawrence Erlbaum Associates.
30. Grunig, J. E., and Hunt, T. (1984). Managing Public Relations. New York: Holt, Rinehart and Winston.
31. Hammond, S. A., and Slocum, J. W. (1996, Summer). The impact of prior firm financial performance on subsequent corporate reputation, Journal of Business Ethics, 15, 159-165.
32. Hearit, K. M. (2001). Corporate apologia. In Heath, R. L. ed., Handbook of Public Relations. Thousand Oaks, CA: Sage, 501-511.
33. Holmes, P. (1995, January/February). Reputation management: Earning a reputation and leveraging it for success, Reputation Management, 9-16.
34. Homer, P. M., and Kahle, L. R. (1990). Source expertise, time of source identification and involvement in persuasion: An elaborative processing perspective, Journal of Advertising, 19(1), 30-39.
35. Insko, C. A. (1964). Primacy versus recency in persuasion as a function of timing of arguments and measures, Journal of Abnormal and Social Psychology, 69, 381-391.
36. Kiechel, W. (1995, March 6). The value of a reputation, Fortune, 6.
37. Lukaszewski, J. (1997). The other prosecutors, Public Relations Quarterly, 42, 23-29.
38. Lynch, J. G., and Srull, T. K. (1982). Memory and attentional factors in consumer choice: Concepts and research methods, Journal of Consumer Research, 9, 18-37.
39. Lyon, L. J., and Cameron, G. T. (1999). Fess up or stonewall? An experimental test of prior reputation and response style in the face of negative news coverage, Web Journal of Mass Communication Research, 1(4), online at http://www.scripps.ohiou.edu/wjmcr.
40. McQuail, D. (1984). Mass Communication Theory: An Introduction. Beverly Hills: Sage.
41. Mizerski, R. (1982). An attribution explanation of disproportionate influence of unfavorable information, Journal of Consumer Research, 9, 301-310.
42. Morley, M. (1998). How to Manage Your Global Reputation. London: Macmillan Press Ltd.
43. O'Keefe, D. J. (1987). The persuasive effects of delaying identification of high and low credibility communicators: A meta analysis review, Central States Speech Journal, 38, 63-72.
44. Park, J.; Lyon, L.; and Cameron G. T. (1999). Does reputation management reap rewards? A path analysis of corporate reputation advertising's impacts on brand attitudes and purchase decisions, Web Journal of Mass Communication Research, 4(1), online at http://www.scripps.ohiou.edu/ wjmcr.
45. Richey, M. H.; Koenigs, R. J.; Richey, H. W.; and Fortin, R. (1975) Negative salience in impressions of character, Journal of Social Psychology, 97, 233-241.
46. Richins, M. (1983) Negative word-of mouth by dissatisfied consumers, Journal of Marketing, 47, 68-78.
47. Sagar, H. A., and Schonfield, J. W. (1980). Racial and behavioral cues in black and white children's perceptions of ambiguously aggressive acts, Journal of Personality and Social Psychology, 39, 590-598.
48. Scott, C. A., and Tybout, A. M. (1981). Theoretical perspectives on the impact of negative information on impression formation: Does valence matter? Advances in Consumer Research, 8, 408-409.
49. Sherrel, D. L., and Reidenbach, R. E. (1986, Summer). A consumer response framework for negative publicity: Suggestions for response strategies, Akron Business and Economic Review, 37-43.
50. Skolnik, R. (1994, May). Portraits of "most admired" companies: How public relations helps build corporate reputations, Public Relations Journal, 14-18.
51. Sobol, M. G.; Farrelly, G. E.; and Taper, J. S. (1992). Shaping the Corporate Image: An Analytical Guide for Executive Decision Makers. Westport, CT: Greenwood Press.
52. Sternthal, B.; Phillips, L. W.; and Dholakia, R. (1978). The persuasive effects of source credibility: A situational analysis, Public Opinion Quarterly, 42, 285-314.
53. Towers, A. (1993, January). Reputation management: Path to ascendancy, Public Relations Journal, 25.
54. Weigelt, K., and Camerer, C. (1988) Reputation and corporate strategy:A review of recent theory and application, Strategic Management Journal, 9, 443-454.
55. Weinberger, M. C.; and Dillon, W. R. (1980). The effects of unfavorable product rating information, Advances in Consumer Research, 7, 528-532.
56. Wilcox, D. L.; Ault, P. H.; and Agee, W. K. (2000). Public Relations: Strategies and Tactics, 6th edition. New York: Harper and Row.
57. Wimmer, R. D., and Dominick, J. R. (1997). Mass Media Research: An Introduction. Belmont, CA: Wadsworth Publishing Company.
58. Young, D. (1995-19966, Winter). Looking at your company's fragile reputation, Public Relations Quarterly, 40(4), 7-14.